FAQs

Q?

( LEGAL )

A.

This website is not responsible for any typographical or grammatical errors. Nor are we responsible for any shipping errors or price quote discrepancies. Custom laws and rules can change without notice, this website assumes no responsibility of custom decisions or taxes in any country. ICE does not assume any responsibilities of a client not picking up their orders or complying with customs laws and rules in any and all countries. All price quotes are estimates and can change.

Under no circumstances period does ICE sell Tobacco or Tobacco related products to ANYONE UNDER THE AGE OF 21. We ship all orders via FedEx, UPS and US Postal Service with the orders clearly marked cigars if cigars are included in your order. Underage sales are prohibited and a form of ID with your date of birth must accommodate your order. Your use of this website is confirmation of accepting all of our terms, policies, conditions and rules. We DO NOT ship or facilitate a shipment of any tobacco items for anyone under the age of 21 nor do we sell cigarettes of any kind. All shipments are shipped signature required.

ICE will not ship tobacco products to any state in which tobacco is prohibited.

Q?

( PRIVACY ) – Privacy Statement

A.

Does ICK share it's mailing list or any other private information?

Absolutely not! Your payment information is never kept on file. Your email address, shipping and billing address are never compromised or sold to anyone. We respect your privacy!

Q?

( CUSTOMER SERVICE ) – Do you ship items other than cigars?

A.

Simply submit a quote and we will advise.

Special Note: When corresponding with our customer service team simply reply with the original content of the email so that we can have our conversation history readily available.

Q?

( CUSTOMER SERVICE ) – Can I contact you via telephone 24 hours 7 days a week and speak to a ICK representative?

A.

Yes, we do not believe in annoying voicemails with layers of instructions. When you contact us you will have a live representative. Although you can reach us via telephone your price quotes will be conducted via email for clear address and order content information. We take pride in our services and we insure that we have the correct information. Thank you for your cooperation.

Q?

( CUSTOMER SERVICE ) – What is your primary way of contact?

A.

Due to the importance of shipping information being correct we communicate 99% of the time via email.

Q?

( CUSTOMER SERVICE ) – What are your business hours?

A.

24 hours 7 days a week

Q?

( PAYMENTS ) – What if I make a mistake on my payment amount sent?

A.

You can simply cancel your invoice and resend it. Our friendly 24 hour customer service staff will assist you with each unique situation regarding payments.

Q?

( PAYMENTS ) – Will I receive a confirmation that you have received my payment?

A.

Yes, our friendly 24 hour customer service staff will send an email notification of payment reception.

Q?

( PAYMENTS ) – Will you send me an invoice?

A.

Yes, regardless of your payment type you will be provided with an invoice

Q?

( PAYMENTS ) – What are your payment options?

A.

We accept all major International and Domestic Credit Cards, Wire Transfer and Western Union

A wire transfer will have a $70 fee and can take up to 5 business days to clear. We highly suggest Paypal or Western Union. When your order arrives at our business we can receive payment instantly and ship your order to your international destination the same day if you use Paypal or Western Union. If your paypal payment is declined please wait 24 hours and attempt your payment again. Sometimes international paypal transactions can be declined if this happens simply wait 24 hours and retry your payment.

Q?

( SHIPPING ) – Do you accept returns?

A.

Yes we do accept returns if the product is not opened, tampered with and returned within 10 business days. We will aid you in filing a insurance claim and we will work with you to make sure you are notified that your order has arrived at customs. In addition to this service customs also contacts each client for notification of reception. We are in no way responsible for unclaimed shipments or delays at customs. Nor are we responsible for changes in customs laws are rules. All returns must be mailed to International Cigar Experts 42 Catherine St Poughkeepsie NY 12601.

Q?

( SHIPPING ) – Do you ship humidors?

A.

Yes, we do require size, dimensions and weight if it weighs over 100 pounds.

Q?

( SHIPPING ) – Can I get an estimated duties and tax quote?

A.

Yes, we charge a $5 quote fee for this service.

Q?

( SHIPPING ) – What if my country is not listed under serviced countries?

A.

Feel free to send customer service an email inquiry for your country and we will advise

Q?

( SHIPPING ) – When can I expect my order?

A.

In some cases 4 business days, on average 4-6 business days if we ship via Fedex.
Postal Service can be 6-10 business days

Q?

( SHIPPING ) – What carrier(s) do you use?

A.

We use Fedex, UPS and US Postal Service

International Shipping Carrier Differences

FEDEX
Our standard international shipping via FedEx is International Economy. If you ship your order via FedEx (International Economy) this includes 4 business day shipping to most countries. Also with this service is free tracking and auto-update tracking (although auto-update is free it must be requested). International Priority Mail consists of 4 business day’s priority service (service with a time deadline of 4 days for delivery to most countries) ICE is not responsible for time deadlines, there are many factors that can delay a shipment: Weather, War, Mechanical Issues with the carrier services etc….

We highly recommend that you place your order in a very reasonable amount of lead time for your deadline. Guaranteed services are available for an additional cost and there are no discounts available on such services. Regardless, when placing an order with ICE you must request a guaranteed service if you are requesting your order by a certain date. ICE reserves the right not to accept such a time sensitive order if after a complete analysis the time deadline is not attainable. Thanks so much and we look forward to serving you.

USPS
Our standard shipping process for international orders via USPS is “First Class Mail” If we ship your order via the US POSTAL service "First Class Mail Service" there is no tracking and no estimated time of delivery. A customs number is provided and this customs number only confirms that the order left the US. It does not provide tracking for your order. Per USPS International shipments sent via "Priority Mail" provides a better tracking capability however the cost is more than a "First Class" rate.

We highly recommend that you place your order in a very reasonable amount of lead time for your deadline. Guaranteed services are available for an additional cost and there are no discounts available on such services. Regardless, when placing an order with ICE you must request a guaranteed service if you are requesting your order by a certain date. ICE reserves the right not to accept such a time sensitive order if after a complete analysis the time deadline is not attainable. Thanks so much and we look forward to serving you.

Q?

( SHIPPING ) – How can I track my order?

A.

ICE will provide you with tracking and we will alert you via email every-time your order is scanned and moves closer to its' destination.

Q?

( SHIPPING ) – Does ICE require a minimum amount to ship?

A.

No, we like for you to be able to sample cigars before commiting to an outstanding amount.